Job Description :
All basic duties of a Club Ambassador; check in, check out, guests’ inquiries.
Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
Check daily arrival list for VIPs, and regular guests. Introduce hotel facilities and special services to guests and follows up on requests by guest promptly and efficiently.
Provide excellent service to the guest by responding to their requests promptly, efficiently and courteously during check-
in, check-out and throughout their stay.
Engage with guests to build warm relationships, anticipating their needs whenever possible and creating opportunities for Cousu Main moments.
Communicate with guests to get the feedback, pay great attention to the guest’s comments, to investigate and submit reports on guest comments.
Ensure every guest interaction is handled in accordance with the Sofitel values and service standards.
Supervise the Club millésime operation and workflow to maximize guests’ satisfaction levels.
Effective supervision of all Club millésime / VIPs arrivals and departures, ensuring that room allocations and check in / check out processes follow set procedures and are guest focused.
To be familiarize with Loyalty Program and ensure all members are extended with the correct benefit.
Conduct Room checks and ensures the room is in best condition for Regular / VIP guests.
Coordination of VIP amenities (accordingly to VIP type).
Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance, posture and language throughout the department
Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
Maintain excellent communication and relationships with all departments to ensure a seamless guest experience and efficient operations.
Position Requirements :
Previous experience in a similar role, 2 years, preferably within a 5 star luxury environment.
Passion for high end hospitality with an absolute eye for detail.
A demonstrated ability to build warm relationships and gain trust at all levels.
Excellent listening and negotiation skills.
Ability to lead, develop and mentor the Club team.
Recruitment, selection and training of team members.
Project professional image at all times through personal presentation / interpersonal skills.
Initiate contacts and establishes rapport easily.
Organise time and work efficiently.
Excellent verbal and written communication skills.
Has the aptitude and willingness to undertake further development with Sofitel.